Myra Golden - NARMS How to WOW at the Point of Recovery
How to wow at the point of recovery<br />A special presentation for NARMS by Myra Golden<br />April 20, 2010 Saddlebrook Resort, Tampa, FL<br />
Customer Recovery Strategy<br />Go for “WOW”<br />Apologize when things go wrong<br />Proactively respond before customers complain (“Golden Rules” behaviors)<br />Explain what happened and what you’re doing about it<br />Rectify the problem<br />
American Airlines Apology Letter to Me <br />Our manager in Dallas/Ft. Worth was concerned and asked us to follow up with you regarding your flight with us on March 11. We can understand how frustrating this trip must have been. Simply, we are very sorry for the inconvenience as a result of the delayed departure of flight 1808.<br />
American Airlines Apology Letter to Me <br />As a frequent traveler, you know that good customer service sets us apart from the other airlines. So, when we don’t provide it, no excuse will do. Although we will never compromise safety for the sake of on-time performance, we sincerely apologize that your travel plans were disrupted while traveling to Washington, D.C.<br />
American Airlines Apology Letter to Me <br />We don’t want to lose your confidence in us and hope you won’t let this trip do so. Therefore, as an indication of how important your patronage is to us, I have added 7,000 Customer Service Bonus miles to your AADVANTAGE account. You should see this adjustment on one of your next two summaries.<br />
American Airlines Apology Letter to Me <br />Please continue to travel with us often. It is always a privilege to welcome you aboard.<br />
“Golden Rules” Behavior at Nordstrom’s<br />Always think:<br />How will it affect my customer? If I were the customer, how would I feel?<br />Do what’s right for the customer and you have done what is right for the organization<br />
The Famous Jetblue apology<br />Click here to watch the YouTube apology<br />
Bottom-line Impact of Recovery<br />95% of customers will remain loyal if problem is resolved immediately<br />Strengthen bonds of loyalty<br />Positive word-of-mouth<br />Slash litigation costs – SorryWorks! <br />
Q & A<br />Email me at firstname.lastname@example.org for <br />Additional questions not answered today<br />For a copy of today’s presentation<br />Blog: www.MyraGolden.Wordpress.com<br />Web: www.MyraGolden.com<br />Twitter: www.twitter.com/MyraGolden<br />
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